Ready to revolutionize healthcare, making it faster and more accessible than ever before?
How we started:
Founded in 2013 by Dwayne D'Souza, HeliosX was built on a simple but powerful idea: healthcare should be easier to access, faster to receive, and centred around the individual. From day one, we've grown without external funding; scaling profitably through technology, disciplined execution, and deep medical expertise. What started as a challenger idea has become one of the most significant healthcare platforms operating globally today.
Where we are now:
We've earned the trust of millions of people worldwide through our top-selling products and well-known brands: MedExpress, Dermatica, ZipHealth, RocketRX, and Levity. A lot of our success is down to having our own pharmacies, manufacturers and products – spearheaded by leading in-house medical teams, researchers and pharmacists.
In 2025, HeliosX helped treat over 1.7 million patients worldwide. We reached £781m in revenue, delivering +337% year-on-year growth and cementing our position as the clear market leader in the UK. In 2025 our weight-loss treatments helped our patients lose 8.5 million kilograms of excess weight; contributing to an estimated 1,300 fewer cardiac events. That's not just growth; that's measurable, life-changing impact at scale.
We're operating across four markets, with successful launches in Germany and Canada, and growing our reach in the US.
Where we're going:
2026 is a step-change year. Our ambition is to reach £1.6bn in revenue, expand from four to eight global markets and significantly broaden our condition and treatment portfolio. Over the coming years, you'll help shape HeliosX into a truly world-leading healthcare partner; one that combines scale, speed, and clinical rigour to redefine how personalised care is delivered. Joining HeliosX now means building systems, teams, and products that will define the next decade of digital healthcare, and doing work that genuinely improves lives, at global scale.
There's never been a more exciting time to join HeliosX. Come be a part of making our dream of easier and faster healthcare a reality
The Opportunity
Build and scale our CX insight capabilities to ensure that HeliosX's decision-making is rooted in evidence-based customer needs, priorities, and experiences.This role will contribute to driving customer retention and value by deeply understanding and activating the voice of the customer (VOC) across the business. While CX metrics (e.g. NPS, CSAT, TrustPilot score) are a helpful starting point, this role will ensure we go beyond the numbers to understand what really drives our customer experience and sentiment at scale, translating a wide variety of VOC sources into clear, data-driven, and actionable insights that guide our strategic priorities as a business. By rolling out a customer-focused, commercially grounded system to identify and track what matters the most across the customer lifecycle, this role ensures that our teams confidently prioritise the most valuable opportunities for both our customers and the business.
This is a full time, permanent role. The successful candidate will have a hybrid working arrangement, with two days per week in our Shoreditch WeWork.
What you'll do
Implement a best-in-class CX insights system
* Improve the ways in which we measure and monitor the Customer Experience (CX) across the entire customer lifecycle, from awareness through retention and reactivation. The goal is to identify the key drivers and blockers for key stages of the customer journey
* Manage and continuously improve the way we use our CX analytics platform (SentiSum), to ensure we extract actionable insights by triangulating multiple sources of the Voice of Customer (VoC), such as CX surveys, customer support tickets, and TrustPilot
* Champion the use of cutting-edge approaches and technologies, including AI, to understand consumer sentiment and spot emerging trends faster and at scale
* Translate qualitative customer insights into measurable data points and metrics to influence business priorities
Unlock customer retention opportunities through actionable customer insights
* Partner with CRM, Product, Strategy, and Customer Support teams to align business priorities with quantifiable opportunities that drive retention and value
* Work with Analytics and UXR teams to integrate customer insights with behavioural and commercial data to ensure our business scales in a customer-focused, commercially grounded way
Elevate the Voice of the Customer (VoC) across the business
* Contribute to our customer-centric culture by leveraging your genuine passion for putting customers first to engage cross-functional teams and integrate customer needs into all initiatives
* Embed evidence-based customer perspectives into our decision-making processes, influencing both short-term experiments and long-term business strategy
* Implement an engaging and effective customer insights reporting system, including preparing monthly insights reports, presenting customer insights in cross-functional and company-wide forums, and tailoring always-on trackers to support different teams
* Help optimise customer and brand experiences by quantifying customer impact and providing actionable recommendations to relevant teams (e.g., Growth, CRM, Product, and Customer Support)
What you'll bring to HeliosX
* Min. 3 years of relevant experience in Customer Insights or customer experience (CX) roles, ideally in a fast-paced D2C environment
* Track record of driving business results and shaping roadmaps through customer insights
* Experience collaborating closely and influencing CRM, Product, Strategy and Customer Support teams through actionable customer insights
* Demonstrated experience managing Voice of the Customer systems, and CX / VOC programmes
* Ideal: experience in customer insight or CX in healthcare or a similarly regulated environment where customer privacy is crucial
* Designing and executing quantitative research, particularly customer lifecycle surveys (such as NPS, churn, and other CX surveys), in line with best practices
* Demonstrated ability to manage Voice of the Customer analytics systems and platforms (e.g. Qualtrics, Chattermill, SentiSum)
* Skilled and passionate about using the latest technology (especially genAI and NLP) to scale insight generation
* Comfortable working with feedback data (surveys, support tickets, reviews) at scale
Life at HeliosX
At HeliosX, we want to improve healthcare for everyone, and to do this we need a team of brilliant people who share that ambition. We are currently a diverse team of engineers, scientists, clinical researchers, physicians, pharmacists, marketeers, and customer care specialists committed to our mission - but we need more talented folks to join us, if we want to achieve our global ambitions
Aside from working with our all-star team, here are the other benefits of coming on board:
* Generous equity allocations with significant upside potential
* 25 Days Holiday (+ all the usual Bank Holidays)
* Private health insurance, along with extra dental and eye care cover
* Employee Pension with Smart Pensions
* Enhanced parental leave
* Cycle-to-work Scheme
* Electric Car Scheme
* Free Dermatica and MedExpress products every month, as well as family discounts
* Home office allowance
* Access to a Headspace subscription, discounted gym memberships, and a learning and development budget
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